Refund & Cancellation Policy

Last Updated: {{18/11/2025}}

At The Heather House Flowers, every arrangement is handcrafted with care using the freshest seasonal blooms available. Because of the nature of fresh florals, we are unable to offer traditional returns—but we are committed to ensuring you are happy with your order. Please review the following policy regarding refunds, replacements, and cancellations.

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1. Fresh Flower Satisfaction Guarantee

If there is an issue with your arrangement, please contact us within 24 hours of delivery with a description and a clear photo of the concern.
We will assess the situation and may offer one of the following at our discretion:

• A replacement arrangement

• A partial refund

• A full credit for future use

Refunds or replacements cannot be guaranteed without timely notification, as flowers are perishable and conditions change quickly.

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2. Situations Not Eligible for Refunds or Replacements

We are unable to provide refunds or replacements in the following situations:

• Incorrect or incomplete delivery information provided by the customer

• Recipient unavailable or refusing the delivery

• Damage occurring after delivery

• Lack of water, overheating, freezing, or improper care

• Natural variations in colour, size, or flower type due to seasonality

• DIY misuse or dismantling of the arrangement

• Requests made after 24 hours of delivery

Normal variations and substitutions are a natural part of seasonal floral design.

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3. Order Cancellations

Standard Orders

Cancellations may be made with at least 24 hours’ notice before the scheduled delivery date.

If flowers have already been purchased or the design process has started, a cancellation may not be possible or may be subject to a fee to cover costs.

Same-Day Orders

Same-day orders are final sale once placed and cannot be cancelled due to the immediate processing required.

Holiday Orders

Holiday and peak-period orders (Christmas, Valentine’s Day, Mother’s Day, etc.)
cannot be cancelled once placed, as product is pre-ordered and design schedules are full.

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4. Event & Wedding Cancellations

All wedding and event florals require a signed contract and non-refundable retainer.
The cancellation terms outlined in the contract supersede the general policies on this page.

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5. Delivery Concerns

If a delivery error occurs due to incorrect information provided by the customer, a second delivery attempt may be made for an additional fee.

If no safe drop-off location is available and the recipient cannot be contacted, the arrangement may be returned to the studio.
Redelivery fees apply.

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6. Non-Perishable Items

Gift cards, workshops, and non-perishable merchandise are final sale unless otherwise stated.

Workshop tickets may be transferred to another person but are non-refundable.

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7. Contact Us

If you have questions or concerns about your order, please reach out:

The Heather House Flowers
Cochrane, Alberta
📧 hello@theheatherhouseflowers.ca
📞 {403} 992 2882

We are always happy to help.